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Post by euroweb on Sept 1, 2006 0:24:22 GMT 1
Sent this message to Advisor.Feedback today, copied here FYI
I just want to draw your attention to the confusion I am seeing with customers who book an appointment to see an advisor after having surfed the "Hillary's" website.
Not for the first time, have I been put on the back foot after giving a price to a customer, by them saying to me "does that include the xx% off sale price" ! (or similar). Telling me that they booked their appointment after having checked the prices and discounts on offer on the Hillary's website !!.
This case in point was for wood effect Venetians, customer was expecting 20% offer, I have no info about this offer . . . . oh but course there was one on web-blinds !! (Actually its is 30% when I checked it tonight).
Customer was actually quite irate when I tried to explain the difference between Hillary's and WebBlinds. They countered with saying that they would only order one of the blinds they were going to order, as they knew (as a previous customer) that they would then get "bombarded" their words not mine, with discount vouchers and other offers once they had purchased the first blind, and then they would order the second blind using those vouchers etc. . . . .
25% Discount awarded on the spot to close the deal and pacify the customer. . . .
Well done marketing / business strategy home goal again.
Would it be too much to ask for the web designers to make more of a distinction between the two sites, and take all the links off the top of the Hillary's Advisor site pages that point to the 'Web-blinds' site as it is certainly confusing to the customers and in my experience detrimental to the companies overall profit margins.
Note there are hardly any links from the WebBlinds site to the Hillary's Advisor site, but on just about every page of the Hillary's Advisor site there is a link to WebBlinds . . . . .
Thanks in advance
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Post by RED on Sept 1, 2006 8:52:58 GMT 1
Sent this message to Advisor.Feedback today, copied here FYI I just want to draw your attention to the confusion I am seeing with customers who book an appointment to see an advisor after having surfed the "Hillary's" website. Not for the first time, have I been put on the back foot after giving a price to a customer, by them saying to me "does that include the xx% off sale price" ! (or similar). Telling me that they booked their appointment after having checked the prices and discounts on offer on the Hillary's website !!. This case in point was for wood effect Venetians, customer was expecting 20% offer, I have no info about this offer . . . . oh but course there was one on web-blinds !! (Actually its is 30% when I checked it tonight). Customer was actually quite irate when I tried to explain the difference between Hillary's and WebBlinds. They countered with saying that they would only order one of the blinds they were going to order, as they knew (as a previous customer) that they would then get "bombarded" their words not mine, with discount vouchers and other offers once they had purchased the first blind, and then they would order the second blind using those vouchers etc. . . . . 25% Discount awarded on the spot to close the deal and pacify the customer. . . . Well done marketing / business strategy home goal again. Would it be too much to ask for the web designers to make more of a distinction between the two sites, and take all the links off the top of the Hillary's Advisor site pages that point to the 'Web-blinds' site as it is certainly confusing to the customers and in my experience detrimental to the companies overall profit margins. Note there are hardly any links from the WebBlinds site to the Hillary's Advisor site, but on just about every page of the Hillary's Advisor site there is a link to WebBlinds . . . . . Thanks in advance I had a similar experience on Wednesday. Customer I had dealt with in the past. Quoted her 5 lace willow blinds for 340 pounds. She said she had priced them on the Hillary's site at just over 200 pounds and that I was ripping her off. I could not get it through to her that she had gone on to Web blinds and priced Lace Rose (different name on Web blind's). We lost the order both ways as she said if that is the case she will go elsewhere for her blinds as it is a con. Red |
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Post by gloryboy on Sept 1, 2006 9:29:40 GMT 1
Sent this message to Advisor.Feedback today, copied here FYI I just want to draw your attention to the confusion I am seeing with customers who book an appointment to see an advisor after having surfed the "Hillary's" website. Not for the first time, have I been put on the back foot after giving a price to a customer, by them saying to me "does that include the xx% off sale price" ! (or similar). Telling me that they booked their appointment after having checked the prices and discounts on offer on the Hillary's website !!. This case in point was for wood effect Venetians, customer was expecting 20% offer, I have no info about this offer . . . . oh but course there was one on web-blinds !! (Actually its is 30% when I checked it tonight). Customer was actually quite irate when I tried to explain the difference between Hillary's and WebBlinds. They countered with saying that they would only order one of the blinds they were going to order, as they knew (as a previous customer) that they would then get "bombarded" their words not mine, with discount vouchers and other offers once they had purchased the first blind, and then they would order the second blind using those vouchers etc. . . . . 25% Discount awarded on the spot to close the deal and pacify the customer. . . . Well done marketing / business strategy home goal again. Would it be too much to ask for the web designers to make more of a distinction between the two sites, and take all the links off the top of the Hillary's Advisor site pages that point to the 'Web-blinds' site as it is certainly confusing to the customers and in my experience detrimental to the companies overall profit margins. Note there are hardly any links from the WebBlinds site to the Hillary's Advisor site, but on just about every page of the Hillary's Advisor site there is a link to WebBlinds . . . . . Thanks in advance you won't get a response, i've emailed several times to this address with simple requests or questions and never received a reply.  |
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Post by JoY on Sept 1, 2006 9:34:15 GMT 1
Sent this message to Advisor.Feedback today, copied here FYI I just want to draw your attention to the confusion I am seeing with customers who book an appointment to see an advisor after having surfed the "Hillary's" website. Not for the first time, have I been put on the back foot after giving a price to a customer, by them saying to me "does that include the xx% off sale price" ! (or similar). Telling me that they booked their appointment after having checked the prices and discounts on offer on the Hillary's website !!. This case in point was for wood effect Venetians, customer was expecting 20% offer, I have no info about this offer . . . . oh but course there was one on web-blinds !! (Actually its is 30% when I checked it tonight). Customer was actually quite irate when I tried to explain the difference between Hillary's and WebBlinds. They countered with saying that they would only order one of the blinds they were going to order, as they knew (as a previous customer) that they would then get "bombarded" their words not mine, with discount vouchers and other offers once they had purchased the first blind, and then they would order the second blind using those vouchers etc. . . . . 25% Discount awarded on the spot to close the deal and pacify the customer. . . . Well done marketing / business strategy home goal again. Would it be too much to ask for the web designers to make more of a distinction between the two sites, and take all the links off the top of the Hillary's Advisor site pages that point to the 'Web-blinds' site as it is certainly confusing to the customers and in my experience detrimental to the companies overall profit margins. Note there are hardly any links from the WebBlinds site to the Hillary's Advisor site, but on just about every page of the Hillary's Advisor site there is a link to WebBlinds . . . . . Thanks in advance I had a similar experience on Wednesday. Customer I had dealt with in the past. Quoted her 5 lace willow blinds for 340 pounds. She said she had priced them on the Hillary's site at just over 200 pounds and that I was ripping her off. I could not get it through to her that she had gone on to Web blinds and priced Lace Rose (different name on Web blind's). We lost the order both ways as she said if that is the case she will go elsewhere for her blinds as it is a con. Red Exactly the same here..... Quoted for 6 pleated freehang. Customer had priced them up on the "Hillarys" web site......got the Samples from "Hillarys", and wanted them at "Hillarys" online price.(Web-blinds prices.) As we offer free measuring and fitting, I had to sell them at Web-Blind prices. It was less than half our book price.....so will show up as a nice discount on my SMR thingy....  Which, of course, I study every month.....  |
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Post by farmer on Sept 1, 2006 11:01:05 GMT 1
I had a similar experience on Wednesday. Customer I had dealt with in the past. Quoted her 5 lace willow blinds for 340 pounds. She said she had priced them on the Hillary's site at just over 200 pounds and that I was ripping her off. I could not get it through to her that she had gone on to Web blinds and priced Lace Rose (different name on Web blind's). We lost the order both ways as she said if that is the case she will go elsewhere for her blinds as it is a con. Red Exactly the same here..... Quoted for 6 pleated freehang. Customer had priced them up on the "Hillarys" web site......got the Samples from "Hillarys", and wanted them at "Hillarys" online price.(Web-blinds prices.) As we offer free measuring and fitting, I had to sell them at Web-Blind prices. It was less than half our book price.....so will show up as a nice discount on my SMR thingy.... Which, of course, I study every month..... Ball locks to them................Sell them for what you want, make what you need to earn, sod the f ing discount league tables. IT DOES MY BLOODY HEAD IN. ITS A BAALL ACKS. Another advisor in next town to me just e-mailed me, He jacked in a month or so ago, and is enjoying life again, why, because he is working for himself, not with a bunch of self centred think of no;1 toss pots. Web blinds Hillarys blinds who gives a nuts any more.!!! |
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Post by russell on Sept 1, 2006 14:16:35 GMT 1
Exactly the same here..... Quoted for 6 pleated freehang. Customer had priced them up on the "Hillarys" web site......got the Samples from "Hillarys", and wanted them at "Hillarys" online price.(Web-blinds prices.) As we offer free measuring and fitting, I had to sell them at Web-Blind prices. It was less than half our book price.....so will show up as a nice discount on my SMR thingy.... Which, of course, I study every month..... Ball locks to them................Sell them for what you want, make what you need to earn, sod the f ing discount league tables. IT DOES MY BLOODY HEAD IN. ITS A BAALL ACKS. Another advisor in next town to me just e-mailed me, He jacked in a month or so ago, and is enjoying life again, why, because he is working for himself, not with a bunch of self centred think of no;1 toss pots. Web blinds Hillarys blinds who gives a nuts any more.!!! Removing web blind referances from the hillarys web site was another of the things we were promised at reading along with split invoices .But never mind ggggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr |
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Post by greenpesto on Sept 1, 2006 15:06:55 GMT 1
A few months ago on the T.V. a business analyst stated that over the next 1 - 3 years that MOST companies that use different prices on the web compared to their shop prices will struggle to compete in the market place.
Those that have wised up to this & keeping their prices both 'keen' & the 'same' in both areas are continuing to grow.
Customers will research their market now via the web before making any choice .... I know I do!!!!!
So, Hillarys need to make a choice about how they want to trade & very quickly because as we see from the comments on here on a regular basis .... Hillarys are fast gaining a reputation amongst customers & the competition for being DISHONEST & a JOKE!!!!
It would also help if Hillarys were to concentrate on their original core business customers rather than trying to attract the 'low income customers', the 'ethnic barterers' & all the 'job shirkers'!!!
Hillarys, when I started always stood for fair prices, quality products & reliable service.
I'm still giving it 100% ... why can't Hillarys???
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Bear
Full Member
Posts: 230
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Post by Bear on Sept 1, 2006 18:41:50 GMT 1
A few months ago on the T.V. a business analyst stated that over the next 1 - 3 years that MOST companies that use different prices on the web compared to their shop prices will struggle to compete in the market place. Those that have wised up to this & keeping their prices both 'keen' & the 'same' in both areas are continuing to grow. Customers will research their market now via the web before making any choice .... I know I do!!!!!So, Hillarys need to make a choice about how they want to trade & very quickly because as we see from the comments on here on a regular basis .... Hillarys are fast gaining a reputation amongst customers & the competition for being DISHONEST & a JOKE!!!! It would also help if Hillarys were to concentrate on their original core business customers rather than trying to attract the 'low income customers', the 'ethnic barterers' & all the 'job shirkers'!!! Hillarys, when I started always stood for fair prices, quality products & reliable service. I'm still giving it 100% ... why can't Hillarys???Havent posted for 10 days or so, and missed all the exchanges in the interim. Have been truly grafting for Hillarys this past week or more and it has been steadily uphill. I find that communication does not work, and I get lied to, and everyone is lying in wait toi dock my money. I have emailed my FSM, no reply, nothing new there, no fone call in reply, nothing new there either. Emailed a few folk about things I needed sorting, no reply to any of them either. I want it to work, it takes 2 to tango, and Hillarys ain't dancing--in fact they never had a lesson. The last straw is this continued focus on WEBBLINDS which every 3rd customer sems to know about and from it they get their price ideas. Not knowing about the fitting service goes right over their heads, and I am fed up with being accused of being a con-man, and shown the door Its not the way I work. As to the Directors coming to meetings, watch how that is orchestrated.. you wont get a contentious word in edgeways... Life is too short for this way of working, I do not need the hassle. Bear |
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Post by grumperbear on Sept 1, 2006 20:38:33 GMT 1
Hillarys sales are not as good as they used to be.
The vertical "2 for" offer only covers a few fabrics and % off other fabrics is only on rubbish like wicker that they are desperate to get rid of.
l have additional fabrics in my sales. ( a local promotion if you like )
At the end of the day sell it at what ever price you like. As long as you are prepared to do it at that price, then do, just get the order.
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Post by dmm on Sept 1, 2006 23:10:50 GMT 1
Perhaps web blinds should advertise our home phone numbers, so we can offer a fitting service.
At least we'd make some money and not have the hassle of DORs.
Last weekend, they were offering "any size" vertical blind in orion rose for £25. Even if we charged £10 for fitting, they'd have a bargain
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Post by greenpesto on Sept 11, 2006 21:59:01 GMT 1
Further to the problems we have with Web-Blinds, I've noticed recently an up-turn of customers commenting that they have received a guide to prices on the Internet before I called around.
What is interesting is that most people in the UK say they looked for information on the 'Internet' ... however, customers have stated they got a guide price on the 'Web'!!!!!
Now that tells me that customers remember that the Hillarys site has given them the link to Web-Blinds.
I had one customer tell me today that she went onto the 'Web' ( first clue! ). She then went on to say that her experience with Hillarys is to wait because she knows that whatever price is given to her on the Advisors visit will then be dropped by the company in order to get the business ( 2nd clue!! ).
She made vague comments about leaving the details & sizes with her ( clue number 3!!! ).
I did fortunately get the order after a little discount over & above the normal selling price.
I now ensure at ALL times that sizes are never left with the customer. Although I have done this for the most part for some time I find now that I tend to ensure sizes even on orders are not clearly displayed.
One customer ordered with me last week & then canceled 2 hours later.
I can't prove it for definite but I believe that she may have ordered via Web-Blinds.
It is entirely possible that Hillarys Customer Care MAY have transfered the order to Web-Blinds with a partial refund.
A 'win-win' situation for Hillarys & the customer .... just not me, the guy who spent time & money traveling to the customer for free.
As I have stated before ... Hillarys must have a policy of pricing the same on the Internet as they do in the customers home.
If not, then it will be a matter of time before it back-fires on them.
The link between both 'sites' MUST be severed sooner rather than later.
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dolly
Full Member
Posts: 243
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Post by dolly on Sept 11, 2006 22:38:20 GMT 1
It is only a thought on reflection of what i have read here and heard myself before, but there seems to be an increasing trend arising from Colwick to shut the door in the face of us the advisors. As quite rightly we don't and won't roll over like a puppy at their every whim, is someone in the upper tiers been thinking of alternate routes to collect with out passing GO?
If you think about it, Hillarys obviously make money on the cheapest of order values, whether the 3 for £99 or WebBlinds prices otherwise they wouldn't do them. Promises they made have'nt and don't look like happening. Spin continues if not at a greater level and more so now from their spokespeople, the FSM's.
There are many of you reading this questioning your futures.( I am and i wouldn't of dreamed it 6 months ago) I once asked in my early days about any commission increases. To be given the reply your payrise comes when we put the prices up. Well overall prices are sliding down. Competition is a partly to blame i know. But it will be very interesting in October to see with the new ranges what the prices will be and whether all this tightning of the knot by Hillarys will seem worthwhile anymore.
Of course i could be thinking the extreme. But can we really continue to rely on total strangers to have our best interests at heart?
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Post by greenpesto on Sept 12, 2006 1:59:23 GMT 1
In some cases ( & I stress SOME!!! ) Advisors have been quick to point a finger at our prices being too high.
Many have said we lose business to other companies.
Although this may be true sometimes ... I have usually seen those same customers months down the line having still not bought blinds.
What has really killed it however is Hillarys aggressive pricing policy with regards to promotions.
This in turn has caused a massive decrease in our earnings.
I know many Advisors would rather return to the old & MORE EFFECTIVE advertising we did 2 years ago ... '2 for 1 Special Price Deals' etc.
In fact many of us would rather Hillarys NOT advertise prices & push the quality products & service we were famous for!!!!
With proper training & encouragement we could all learn more about overcoming the objections ( which are usually 'smoke screens' ) of customers & have the skills to sell at a higher price & therefore earn more money.
At the moment Hillarys are the ones lowering their's & ours worth!!!!
We would think so much more highly of management if they would only admit they've got it wrong & that we need to back-track to the more successful era in Hillarys history.
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Which, of course, I study every month..... 